If you would like to increase your rose revenue this Valentine's Day, be prepared to understand how to ‘explain and offer.’ The brief video below will explain how to do that and I have included an example below that you can print out and share with your sales staff.

Explain and Offer

Set up the name of your Premium or Premium Platinum roses. ASSUME this is what the caller is asking for by saying the following:


Customer: “I would like to order a dozen roses.”
Agent: “Were you referring to the long-stem Premium Platinum roses? Or the beautiful standard long-stem roses?”

In both cases you reference “long-stem” but it is clear and more interesting when you repeat in a shorter sentence without the “Platinum.”

Now, there are two different answers depending on the customer’s next question which brings us to step two – BE PREPARED TO EXPLAIN!

Customer: "Ugh, what's the difference?"

Agent: “Our Premium Platinum roses feature the largest petal count available in the industry today and they will outperform any rose on the market. I have to tell you that you’re ordering early enough right now that I’ll be able to reserve those for you. (Note: use words that compliment your business like “reserve” or “set aside,” they sound much better than “I can get them for you” or “I’ll see what I can do.” Remember – it’s all in HOW you ask so try to step-up the experience on the phone!)

Customer: "How much?"

Agent: "The Premium Platinum is just $40 more than the long-stem and arrives (not 'comes with') in an upgraded vase with silver lining (or whatever you created) and is the largest rose with the highest petal count available. It is sure to last the longest too.”

In closing, once you have identified or sold your Platinum or Premium, don't forget to offer upgrades such as finishing touches or stargazers or much more!

I GUARANTEE you will see a noticeable increase in revenue from just this effort. The wording I used was just an example, but I want to stress that you need an explanation that EVERYONE reads and uses. Don't expect even your designers to know who you want it explained. Write the scripts, you will be glad you did!

-Art

If you need some help with your script or some tips on employee training, please drop us a line below or give us a call at (941) 806-1911.